Jessica Auchey
Loudon,TN
Summary
Results-oriented professional with extensive experience in mortgage servicing and team leadership. Known for implementing effective training programs and process enhancements that drive efficiency and elevate customer and employee satisfaction.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Tax Team Leader
Vanderbilt Mortgage and Finance
Maryville, TN
11.2025 - Current
- Led a team responsible for reviewing, processing, and reconciling property tax payments for mortgage accounts
- Directed training initiatives for new hires and mentors to optimize onboarding processes and elevate team performance.
- Analyzed new hire feedback to identify areas for improvement in onboarding procedures.
- Designed and implemented a SharePoint site to streamline access to essential resources.
- Ensure accurate and timely disbursement of payments per federal, state, and local tax regulations.
- Research and resolve tax discrepancies, delinquencies, and escrow shortages to prevent penalties.
- Assign workloads, track deadlines, and monitor quality to uphold high performance.
- Provided coaching and career development guidance to team members, preparing them for advancement opportunities.
Loan Services Research Team Lead
Vanderbilt Mortgage and Finance
Maryville, TN
05.2024 - 11.2025
- Led a research team responsible for investigating account discrepancies, payment issues, and complex mortgage servicing inquiries
- Reviewed loan histories, transaction records, escrow activity, and customer documentation to identify and resolve errors
- Assigned requests, monitored workloads, and ensured timely resolution in accordance with company policies and regulatory standards
- Coached team members on research methods, accuracy, and compliance to maintain high-quality outcomes
- Acted as escalation point for complex cases requiring in-depth analysis and cross-department coordination
- Prepared reports on trends, recurring issues, and resolution performance to support process improvements
- Partnered with operations, customer service, and management to prevent future errors and improve efficiency
- Worked alongside HR to assess team member compliance and identify actionable solutions.
- Mortgage Servicing Compliance
- Quality Control & Auditing
- Process Improvement
- Reporting & Documentation
Call Center Team Leader
Vanderbilt Mortgage and Finance
Maryville, TN
06.2022 - 05.2024
- Led daily operations of call center team, ensuring adherence to performance standards and service excellence.
- Mentored team members, enhancing skills and promoting professional development initiatives.
- Implemented process improvements that increased efficiency and reduced average handling time.
- Analyzed call metrics to identify trends and develop strategies for performance enhancement.
- Spearheaded enhancements to mentor program and new hire onboarding by developing targeted mentor training focused on diverse learning styles.
Senior Call Center Agent
Vanderbilt Mortgage and Finance
Maryville, TN
08.2021 - 06.2022
- Served as senior escalation point for complex customer issues involving mortgage accounts, payment disputes, and other escalated issues
- Mentored and supported new agents through training, coaching, and real-time call assistance to improve performance and confidence
- Monitored call quality and provided feedback to ensure compliance with company policies and financial regulations
- Handled high-priority accounts, sensitive customer concerns, and time-critical requests with professionalism
- Assisted supervisors with daily operations including call flow management, reporting, and workflow coordination
- Maintained top performance metrics in call resolution, customer satisfaction, and attendance
- Identified process improvements to reduce repeat calls and improve customer experience
Call Center Agent
Vanderbilt Mortgage and Finance
Maryville, TN
01.2021 - 08.2021
- Handled high-volume inbound and outbound calls assisting customers with mortgage accounts, payments, escrow, and loan inquiries
- Provided clear explanations of loan terms, due dates, late fees, and payoff information to improve customer understanding and satisfaction
- Processed payments, updated customer records, and documented call outcomes accurately in CRM systems
- De-escalated difficult situations with professionalism and empathy to retain customers and reduce complaints
- Met or exceeded call quality, productivity, and customer satisfaction metrics
- Collaborated with supervisors and internal departments to resolve complex account concerns
Recreational Aid
Tellico Village Wellness Center
Loudon, TN
08.2018 - 12.2020
- Welcomed and supported members with a focus on professionalism and friendliness.
- Executed thorough cleaning and sanitization of facility and gym equipment to ensure a safe environment.
- Managed membership applications and organized essential documentation to enhance administrative efficiency.
- Provided insights on Tellico Village recreational amenities to promote local resources and improve resident satisfaction.
Education
Bachelor of Science - Human Resource Management
Maryville College
Maryville, TN05-2020
Skills
- Teamwork and collaboration
- Problem-solving
- Attention to detail
- SharePoint
- Microsoft Excel
- Google Docs
Accomplishments
Vanderbilt Circle Winner-2021
Certification
Certificate for non-profit professionals
Languages
English
Timeline
Tax Team Leader
Vanderbilt Mortgage and Finance
11.2025 - Current
Loan Services Research Team Lead
Vanderbilt Mortgage and Finance
05.2024 - 11.2025
Call Center Team Leader
Vanderbilt Mortgage and Finance
06.2022 - 05.2024
Senior Call Center Agent
Vanderbilt Mortgage and Finance
08.2021 - 06.2022
Call Center Agent
Vanderbilt Mortgage and Finance
01.2021 - 08.2021
Recreational Aid
Tellico Village Wellness Center
08.2018 - 12.2020
Bachelor of Science - Human Resource Management
Maryville College